Terms and Conditions
Man with Van Muswell Hill Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Muswell Hill provides removal, transport and related services within the United Kingdom. By requesting a quotation, making a booking, or allowing our team to begin work, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.
These terms apply to all services supplied to private and business customers, unless a separate written agreement has been signed by both parties which expressly varies them.
1. Definitions
In these Terms and Conditions, the following expressions shall have the meanings set out below:
Customer means the person, firm or company who requests or purchases the services.
We, us, our means Man with Van Muswell Hill, the provider of the services.
Services means any removal, transport, loading, unloading, packing, unpacking, storage, waste collection, or related services that we agree to carry out.
Goods means the items and personal property which are the subject of the services.
Vehicle means any van or vehicle used by us in the performance of the services.
2. Scope of Services
We provide man and van, small removals and related transport services, generally for household, office and light commercial moves. The precise scope of the services to be provided will be confirmed in our written quotation or booking confirmation.
Unless agreed in writing, our services do not include:
1. Disconnection or reconnection of appliances such as washing machines, cookers or dishwashers.
2. Dismantling or reassembly of furniture or fittings.
3. The removal or handling of items requiring specialist expertise or certification, such as pianos, safes, fine art, antiques or high value IT equipment.
4. Transportation of hazardous, illegal or prohibited items.
We reserve the right to refuse to move any item which, in our reasonable opinion, is unsafe, excessively heavy, or likely to cause damage to the vehicle, property, or our staff.
3. Booking Process
3.1 Quotation
You may request a quotation by providing accurate details of the collection and delivery addresses, access conditions, floors and lifts, approximate volume or list of items, desired dates and times, and any special requirements. Quotations are based on the information supplied and are normally provided on a fixed price or hourly rate basis.
3.2 Acceptance of booking
A booking is only confirmed when we have accepted your request and issued a booking confirmation. We may decline a booking at our discretion, including where we believe the information provided is incomplete or inaccurate, or we do not have availability.
3.3 Changes to booking
If you wish to change the date, time, addresses, or scope of the services after booking, you must inform us as soon as possible. Changes are subject to availability and may result in an adjusted price. We will notify you of any revised charges before confirming the change.
3.4 Arrival window
We will use reasonable efforts to attend at the agreed time or within any indicated arrival window. However, timing is not guaranteed and may be affected by traffic, weather, road closures or other circumstances beyond our control. We will keep you informed of any significant delay and will not be liable for indirect or consequential losses arising from late arrival.
4. Customer Responsibilities
You are responsible for:
1. Ensuring that adequate and accurate information about the job is provided at the time of quotation and booking.
2. Arranging suitable parking and, where necessary, any parking permits or suspensions required for the vehicle at both collection and delivery locations.
3. Ensuring safe and clear access to the property, including stairs, lifts, corridors, and doorways.
4. Properly packing, securing and labelling your goods, unless packing services have been expressly agreed.
5. Being present, or appointing a representative to be present, during loading and unloading to provide instructions and check that no items are left behind.
6. Ensuring that all goods moved by us are your property or that you have the permission of the owner to move them.
We are not responsible for dismantling items, disconnecting appliances, or removing fixtures unless specifically agreed in writing. Where we agree to assist with such tasks, this is done at your risk and additional charges may apply.
5. Payments and Charges
5.1 Rates and estimates
Our charges may be based on an hourly rate or on a fixed price, as set out in our quotation or booking confirmation. Where the service is carried out on an hourly basis, the minimum hire period and charging increments will be stated to you in advance.
5.2 Additional charges
Additional charges may apply where:
1. There are delays in loading or unloading due to circumstances beyond our control, including waiting time for keys, restricted access, or the customer not being ready.
2. The volume or nature of the goods exceeds that described at the time of booking.
3. Extra services are requested on the day, such as additional trips, extra stops, or handling items not previously disclosed.
4. Parking, tolls, congestion charges, or other third party costs are incurred in connection with the service.
5.3 Payment terms
Unless otherwise agreed in writing, payment for services is due immediately upon completion of the job or in advance. We may request a deposit to secure the booking, payable at the time of confirmation. For longer or higher value jobs, we may require part or full payment prior to the service date.
We accept common UK payment methods as advised at the time of booking. Where payment is not made when due, we reserve the right to charge reasonable late payment and administration fees and to withhold further services until the account is settled.
6. Cancellations and Rescheduling
6.1 Cancellation by the customer
If you need to cancel a booking, you must notify us as soon as possible. The following cancellation terms apply, unless otherwise stated in writing:
1. More than 48 hours before the scheduled start time: no cancellation fee, and any deposit paid may be returned or held as credit at our discretion.
2. Between 24 and 48 hours before the scheduled start time: we may retain all or part of the deposit and may charge up to 50 percent of the estimated job value.
3. Less than 24 hours before the scheduled start time or on the day of the move: we may charge up to 100 percent of the estimated job value.
6.2 Rescheduling
Requests to change the date or time of a booking will be treated as a cancellation and rebooking. We may, at our discretion, waive or reduce cancellation charges if we are able to accommodate the new date and time without loss.
6.3 Cancellation by us
We may cancel or suspend the service where:
1. You fail to provide accurate information or reasonable instructions.
2. Payment or required deposit is not received when due.
3. We consider that the job is unsafe, unlawful, or beyond our capabilities.
4. Circumstances beyond our control, such as extreme weather, vehicle breakdown, or illness, prevent us from carrying out the work.
If we cancel due to circumstances within our control, any deposit paid will be refunded. We will not be liable for indirect or consequential loss arising from any cancellation or postponement, but will use reasonable efforts to rearrange the service where possible.
7. Insurance and Liability
7.1 Our liability for loss or damage
We will exercise reasonable care and skill in handling and transporting your goods. However, our liability for loss of or damage to goods, whether caused by negligence or otherwise, is limited to a reasonable amount, having regard to the nature and value of the goods and the price paid for the services.
Unless a higher value is agreed in writing and additional cover is arranged, our total liability for any one job shall not exceed a reasonable level in line with typical UK man and van services. You are strongly advised to arrange your own insurance cover for high value or fragile items.
7.2 Exclusions of liability
We shall not be liable for:
1. Loss or damage arising from your failure to pack goods properly, unless we have undertaken the packing.
2. Damage to items which are inherently fragile or weak, including glass, mirrors, lamps and flat pack furniture, unless caused by our failure to exercise reasonable care and skill.
3. Loss of or damage to valuable items including cash, jewellery, watches, documents, artwork, antiques, or electronic data, unless such items have been declared to us in writing and we have expressly agreed to move them.
4. Any indirect or consequential loss, including loss of profit, loss of enjoyment, or loss arising from delayed arrival or completion.
5. Loss or damage that arises from your breach of these Terms and Conditions.
7.3 Reporting loss or damage
Any visible loss or damage must be reported to us as soon as reasonably possible, and in any event within 48 hours of completion of the job. You must give us a reasonable opportunity to inspect any alleged damage and to consider repair or replacement options. Failure to notify us within this timeframe may limit our ability to investigate and could affect any claim.
8. Parking, Access and Charges
You are responsible for ensuring that suitable parking is available for our vehicle at both collection and delivery points. This includes arranging any visitor permits, temporary suspensions, or similar authorisations that may be required.
Where we incur parking fines, penalty charges, tolls, or similar costs as a direct result of carrying out your job, we reserve the right to recharge these to you. We will take reasonable steps to comply with local parking regulations and to avoid such charges where possible.
You must ensure that the property is accessible and that driveways, entrances, stairways and corridors are clear. We are not responsible for damage to floors, carpets or walls where protective coverings have not been requested or provided. If access is restricted or significantly more difficult than described at the time of booking, additional time and charges may apply.
9. Waste, Rubbish and Environmental Regulations
We operate in accordance with relevant UK waste and environmental regulations. We are not a general rubbish clearance company and will only remove waste or unwanted items where this has been expressly agreed in advance.
If we agree to remove waste or unwanted goods, you confirm that such items are not hazardous and that you have the right to dispose of them. Additional charges will apply for waste transfer, recycling and disposal, which will be advised before the service is carried out where reasonably possible.
We will not carry or dispose of hazardous, illegal or controlled substances, including but not limited to chemicals, solvents, asbestos, gas cylinders, explosives, firearms, drugs or clinical waste. If such items are found among your goods, we may refuse to move them and may suspend or terminate the job without refund.
10. Customer Conduct and Health and Safety
You agree to treat our staff with respect and to cooperate with reasonable instructions given for safety and efficiency. We may withdraw our services and leave the site immediately if our staff are subjected to abusive, threatening or unsafe behaviour. In such circumstances, full charges may still apply.
For health and safety reasons, customers must not assist with lifting or carrying heavy items unless specifically agreed with our team leader, and then only at your own risk. Children and pets should be kept away from working areas while loading and unloading take place.
11. Complaints and Dispute Resolution
If you have a complaint about our services, you should raise it with us as soon as possible so that we have an opportunity to address the issue. Most concerns can be resolved informally by discussing them with the driver or team on the day, or by contacting our office afterward.
We will investigate complaints fairly and promptly, and may request supporting information or evidence. Where we are at fault, we will seek to agree a suitable remedy with you, which may include repair, replacement, a repeat service, or a partial refund, depending on the circumstances.
12. Privacy and Data
We collect and use personal information such as names, addresses and contact details for the purpose of providing quotations, managing bookings and performing our services. We will handle your data in accordance with applicable UK data protection laws and will not sell your personal information to third parties.
We may share your information with trusted third parties where necessary to perform the service, for example with subcontractors or payment providers, and where required by law or regulation.
13. Amendments to These Terms
We may update or amend these Terms and Conditions from time to time to reflect changes in our services, legal requirements or business practices. The version in force at the time of your booking will apply to that particular job. We recommend that you review the Terms and Conditions whenever you make a new booking with us.
14. Governing Law and Jurisdiction
These Terms and Conditions, and any non contractual obligations arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales.
You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with the services or these Terms and Conditions, including any dispute regarding their existence, validity or termination.
By making a booking with Man with Van Muswell Hill, you confirm that you understand and agree to these Terms and Conditions and that you are authorised to enter into this agreement on behalf of yourself or the business you represent.
